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Dear Casino Guru Team,

I am writing to submit a complaint regarding the ongoing issue I am facing with Realz Casino regarding my withdrawal.

On 21.03.2026, I have requested a total withdrawal of €7,075 from Realz Casino. However, due to the daily withdrawal limit of €500, I have three pending withdrawals of €500 each, which have not yet been processed or paid out.

During this period, I have contacted Realz Casino support multiple times. Each time, I have been provided with different and inconsistent reasons for the delay. I have submitted all required verification documents and complied with every request they have made, yet there has been no progress or clarity regarding when I will receive my withdrawal.

I feel that Realz Casino is unfairly withholding my winnings and not honoring their own terms regarding timely payouts. This has caused me significant stress and frustration.

I kindly ask for your assistance in mediating this issue and urge Realz Casino to process my withdrawal of €7075 immediately. Please let me know if any further information or documentation is required from my side.

Thank you for your support.

Sincerely, Filippo

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Dear j3jduej32,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi! Its been 14days now, thank you for helping!

Dear j3jduej32,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Unfortunately, I didn't receive the withdrawal and there are no new developments regarding the case.

Thank you!

Dear j3jduej32, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

• Have you made any successful withdrawals before? No
• Could you please confirm that you have passed the KYC verification? They said verification is not needed
• Did you accumulate your winnings with or without an active bonus? No bonus
• Did you play casino games or bet on sports? Both
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here. Attached

Thanks!

Dear j3jduej32, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello Karla, I wrote this already the withdrawal request was made on 21.03.2026 and like I said I never made a successful withdrawal before is the first one it’s on bank account and the status is "Currently being processed, reviewing your transaction request" Screenshots attached.

Thanks!

Dear j3jduej32,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear j3jduej32,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Realz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Realz Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Player,

Thank you for contacting us.

Please be advised that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Realz Csino Team

Dear Realz Casino,

thank you for your response.

Please keep us updated on the progress of the review and kindly provide an estimated timeframe for its completion.

Dear j3jduej32,

please let me know if you receive any updates from the casino in the meantime.

Dear Player,

Please rest assured that your recent withdrawal submission has been forwarded to the relevant team.

You will be notified once it has been processed.

Kind regards,

Realz Casino Team

Hi @all got the first €1500 waiting for the rest now, will let this complaint open until everything is settled, thank you!

Hello Everyone,

Dear Realz Casino, thank you for the update and for confirming the progress on the withdrawal.

Dear j3jduej32,

thank you for letting me know about the first payment received. Please keep me updated on any further changes to your balance until everything is fully settled. If possible, I would also recommend keeping withdrawals structured in smaller daily amounts (around €500 per day) to help avoid any potential delays or cancellations in processing. For updates, there is no need to write too frequently, a brief update once per week is perfectly fine, unless something changes or an issue appears sooner.

I will keep the complaint open for now until the full amount is successfully received.

Thanks everyone for your cooperation.

Dear Player,

We are writing to provide an update on the status of your withdrawal requests.

Those submitted on 2nd and 3rd May have been successfully scheduled for processing on 6th and 7th May.

Please note that, depending on your bank's processing times, it may take between three and five working days for the funds to appear in your account. This timeframe is counted from the processing date of 2 May.

The submission form from 25 April is still under review and will be scheduled accordingly.

Thank you for your patience throughout this process.

Kind regards,

Realz Casino Team

Hi okay thanks for the update! Will let you know once I have everything!

Dear Player,

We are writing to provide an update on the status of your withdrawal requests.

Recent submissions from 4th and 5th May have been successfully scheduled for processing on 8 and 9 May.

Please note that, depending on your bank's processing times, it may take between three and five working days for the funds to appear in your account. This timeframe is counted from the processing date of 8 and 9 May.

Thank you for your patience throughout this process.

Kind regards,

Realz Casino Team

Hello everyone,

thank you for the updates.

Dear j3jduej32, noted, thank you. Please keep me informed once you have everything.

Dear Realz Casino, thank you for your update and for actively participating in the resolution of this complaint. Please continue to keep us informed of any further progress or changes regarding the withdrawals.

Dear j3jduej32,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear All,

We are pleased to inform you that all pending withdrawal submissions have been processed on our side.

As there are no outstanding payments or balance to be processed, we consider the matter resolved.

Thank you for your patience while we processed your request.

Kind regards, 

Realz Casino Team

Hello everyone,

thank you for the update.

Dear Realz Casino, thank you for confirming that all pending withdrawals have been processed.

Dear j3jduej32, please confirm whether you have received all funds and let me know your current balance status so I can proceed with closing this complaint.

I will wait for your update.